Job Description

Business Operations & Customer Service Support

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The Business Operations & Customer Service Support will be the primary point of contact for customer service and administration & business operations and process management functions. As the second-in-charge within the Operations Division, this role ensures consistent, accurate, and efficient handling of inbound enquiries, order processing, customer communications, and administrative workflows across Touch Biotechnology.

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Key Responsibilities

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Manage all inbound customer enquiries, orders, and communications across phone, email, and digital platforms.

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Process customer orders accurately, ensuring correct pricing, promotional approvals, and stock availability.

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Coordinate with Logistics and Production teams to ensure delivery timelines and service commitments are met.

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Handle customer concerns, complaints, and credit note requests professionally and in accordance with company policies.

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Provide product information, order updates, and general support with a strong customer-first approach.

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Maintain clear and timely communication with Sales and Marketing teams regarding customer needs and opportunities.

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Follow up on customer orders, deliveries and service requests.

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Administration & Office Management

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Prepare customer correspondence, invoices, purchase orders, and internal reports as required.

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Manage administrative tasks, including document management, filing, data entry, and compliance tracking.

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Manage office administration and records. Prepare reports, documents and correspondence.

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Maintain filing systems and company databases.

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Coordinate meetings and office activities.

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Order office supplies and maintain office facilities.

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Assist management with general business administration.

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Team Support

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Partner with Sales and Marketing teams to support promotional activity, customer activations, and event coordination.

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Assist with stock availability enquiries.





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Coordinate preparation of Point of Sale (POS) packages and promotional materials.

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Support product launches, promotions and marketing activities.

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Liaise with suppliers and internal departments as required.

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Partner with Sales and Marketing teams to support promotional activity, customer activations, and event coordination.

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Foster effective working relationships across departments to ensure a consistent and seamless customer experience.

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Business Operations Support

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Contribute to the design, implementation, and ongoing maintenance of operational processes, SOPs, and administrative policies.

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Support the Operations Manager in standardising workflows across customer service, order processing, inbound channels, and administrative functions.

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Identify inefficiencies and recommend improvements to strengthen accuracy, compliance, and service quality.

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Identify opportunities to improve customer service processes, response times, and communication workflows.

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Contribute to systems improvement projects, including CRM updates and order management enhancements.

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Assist with monitoring adherence to operational procedures across the division and escalating issues where required.

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Act as second-in-charge within the Operations Division, providing operational continuity and support in the absence of the Operations Manager.

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Assist with stock enquiries, backorder follow-ups, and general coordination activities across Operations.

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Ensure data accuracy across order, pricing, freight, and customer information systems

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Ideal Candidate

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Excellent verbal and written communication skills.

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Experience in administration, logistics or operations support.

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Highly organised and detail-oriented.

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Proficient in Microsoft Office 365.

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Qualified phone manner and stakeholder management skills.

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Ability to multi-task and work in a fast-paced environment.

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Experience with inventory, customer orders or supply chain coordination is highly desirable.

📌 Business Operations & Customer Service Support (New South Wales)
🏢 Touch Biotechnology
📍 New South Wales